Beyond Philosophy

JANUARY 12, 2023

However, with three pioneers of Customer Experience involved, we have an authoritative view on the topic and predictions about what’s happening next. I recently hosted some special guests on the podcast to discuss what 2023 will look like in the Customer Experience space. An authoritative view on just about anything.

Conference 78

Conference Travel Customer Satisfaction Effort Score 78

CSM Magazine

OCTOBER 25, 2022

Part of the Atlanta Group of insurance brands, which includes Swinton, Marmalade’s approach has picked up recognition and resulted in them being named a finalist in several industry awards, most recently as highly-commended finalists in the UK Customer Service Excellence Awards.

Net Promoter Score 52

Net Promoter Score Insurance Feedback Software 52

Beyond Philosophy

DECEMBER 30, 2021

Customer satisfaction is at the worst point it has been for 15 years. People want positive experiences, so it’s up to businesses that want them as customers to provide them. Customer experience is declining as a driver of change. . Back when I started Beyond Philosophy, Customer Experience was not a thing yet.

Customer Satisfaction 78

Customer Satisfaction Return on Investment Consulting Customer Relationship Management 78

Retently

MARCH 23, 2023

You can also learn a surprising amount of tactics and strategies by studying the opposite end of the scale – the world’s least successful companies, from a churn perspective – to compare their common weaknesses and find out what makes their customers so unlikely to recommend them to their peers.

Net Promoter Score 113

Net Promoter Score Company NPS Effort Score 113

NICE inContact

NOVEMBER 26, 2018

Twenty years ago began a shift to contact center outsourcing to offshore locations, especially the Philippines and India, and away from the local market where customers on the other end of the phone were located. I’m old enough to remember all the hype and hyperbole that all contact centers would be offshore by 2010.

Contact Center 120

Contact Center Contact Center Software Competitive Advantage Call Recording 120

Customer Bliss

AUGUST 15, 2017

Annette Höher-Bäuerle went from being internal legal counsel at the Thomas Cook Group to leading all of Customer Experience globally. Her skills and long tenure with the company led her to use agile design thinking to prove and implement changes in the customer experience — to gain traction and drive real sustainable improvement.

Travel 204

Travel Industry Hotels Customer Journeys 204

GetFeedback

DECEMBER 27, 2018

Customer feedback can reveal opportunities for major business growth—what customers want, straight from their own mouths. Customers benefit from sharing feedback too. Consumers want a personalized customer experience , and they’re willing to hand over data to get it. The feedback conundrum. This is a unique problem.

Survey 225

Survey Net Promoter Score Feedback Abandon Rate 225

Beyond Philosophy

JANUARY 27, 2022

The next wave of business change is Customer Science. Customer Science is the fusion of artificial intelligence (AI), customer data, and the concept of the behavioral sciences. As the new wave of Customer Science comes in, the old tide of Customer Experience (CX) is receding.

CRM 78

CRM Net Promoter Score Customer Satisfaction Consulting 78

Beyond Philosophy

JUNE 8, 2023

Convincing other people in your organization to let you spend money on Customer Experience improvements is essential to leading this effort at your organization. Customer research is critical here. However, many organizations in the current environment have cut costs, which might include customer research.

Return on Investment 78

Return on Investment Exercises Customer Satisfaction ROI 78

ClearAction

DECEMBER 14, 2017

Customer Centric Internal Branding Lynn Hunsaker. Customer centric internal branding revolves around customer well-being. By the way, what’s promised to customers should, in fact, be what your internal behaviors actually produce.). Living the brand promise is another way of describing customer centric internal branding.

Customer Centricity 59

Customer Centricity Brands Customer Satisfaction Advertising 59

GetFeedback

JULY 25, 2018

Looking at customer experience (CX) and churn in the SaaS environment from a high level, there’s one theme that stands out from the mix: The fact that we live in what’s called a “switching economy.”. It can be a major driver of customer churn—and it’s already creating an incredible economic deficit in the US.

Omni-Channel 150

Omni-Channel Net Promoter Score e-support Touchpoint 150

Customer Bliss

MAY 3, 2017

This especially holds true when it comes to customer service. In fact, CEB data shows that 81 percent of customers today will use self-service channels first before reaching out to a company to speak to a customer service rep live. However, self-service is proving to be a double-edge sword for both companies and customers alike.

Self Service 134

Self Service Customer Service Contact Center Airlines 134

Russel Lolacher

MARCH 2, 2021

In BC, I’m the public service director responsible for the government social media customer care for our ministry, but my dad still doesn’t understand what I do. Our strategy is about putting the customer first. In 2010, the ministry was putting together something that hadn’t existed for them before.

Social Media 52

Social Media Government Customer Care Transportation 52

CSM Magazine

JUNE 19, 2019

Customer expectations of interactions with brands and businesses have intensified and show no sign of slowing down. Hand in hand with speed of resolution and responsiveness is the customer’s evaluation of the quality of service they receive, which in turn impacts customer loyalty. Fast forward to today. Effort matters.

Loyalty 69

Loyalty Customer Service Effort Score Social Media 69

ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Tools, techniques, and case studies catalyze your customer experience management success. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. Customer-Focused Marketing.

Customer Experience 48

Customer Experience Customer Centricity Employee Engagement Social Media 48

Service Untitled

AUGUST 12, 2010

Service Untitled The blog about customer service and the customer service experience. You don’t always have to be faster or cheaper to keep your customers from straying off to the competition, but you need to maintain a consistent brand of professionalism, speed, and convenience. Always apologize to the customer.

Customer Retention 45

Customer Retention Strategy Exercises Customer Satisfaction 45

Amity

MARCH 29, 2016

Managers intuitively recognize new customer relationships should start on a positive note. Creating a beneficial customer experience, especially at the very beginning, pays dividends. As expected, over multiple trials, test subjects learned to adjust their investment strategies according to partner.

Customer relationships 67

Customer relationships Loyalty Study Groups 67

Feedbackly

SEPTEMBER 26, 2018

Customer experience is a term that has been added to the public lexicon steadily over the past 15 years, and is more quickly becoming a staple for new and established companies looking for ways to gain a competitive advantage in their respective markets. Popularity of Customer Experience. For good reason too. Consumer Expectations.

Customer Experience 56

Customer Experience Social Media Feedback Customers 56

ProProfs Chat

OCTOBER 25, 2019

With so many options in the market, brands find it challenging to cultivate long term business relationships with their customers. With strong customer relationships in place, a business gets to: Increase customer base. That’s because of long-term customer loyalty results to: Increase word-of-mouth publicity. Boost sales.

Customer relationships 56

Customer relationships Loyalty Programs Loyalty Sports 56

ChurnZero

JANUARY 10, 2020

As SaaS gets more serious about Customer Success, their representation on the executive and C-suite level will follow (as envisioned in our 2020 Customer Success predictions ; see #2). Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020.

Customer Success 52

Customer Success Chief Customer Officer Leadership Customer Retention 52

Strativity

DECEMBER 22, 2015

While the methods of delivering exceptional Customer Experiences are ever-evolving, the core ideals, messages, and concepts behind them will be relevant for years to come. From Customer Experience Strategy, 2010. Timeless Tuesday is an opportunity to highlight classic Strativity expertise. We live in a new world.

Course 40

Course Measurement Customers Strategy 40

Service Untitled

SEPTEMBER 15, 2011

In 2010, Forrester Research stated that retail online sales had grown 11 percent and expected increases of 10 percent a year through 2014. Primarily the best defenses against customers sitting in front of their computers and buying products is to compete in price, selection, and customer service. photo credit: sancho_panza.

Customer Service Strategies 48

Customer Service Strategies Customer Service Strategy Retail 48

Service Untitled

JULY 19, 2011

Pied Piper PSI, a California-based dealership for sales and marketing sent 3524 secret shoppers to various dealerships across the country from July 2010 to June 2011 to evaluate different dealerships and how they treat car shoppers. Mercedes-Benz came out on top for customer service followed closely by Jaguar, Lexus, and BMW.

Customer Experience 45

Customer Experience Exceptional Customer Service Customer Satisfaction Wait Times 45

C3Centricity

DECEMBER 3, 2018

Every few days there seems to be another customer service disaster that fills the newspapers and goes viral on social media. These usually happen when an organisation does not adopt a customer first strategy. Almost every single organisation, big or small, recognises the importance of their customers. Source: CEI Survey).

Strategy 149

Strategy Poor Customer Service Social Media Analysis 149

Service Untitled

JULY 7, 2010

Service Untitled The blog about customer service and the customer service experience. Using the Ritz Carlton and FedEx as models of customer service, changes in American Express service strives to create deeper emotional connections with their customers.

Customer relationships 43

Customer relationships Hospitality Social Media Customer Satisfaction 43

Service Untitled

AUGUST 30, 2010

Service Untitled The blog about customer service and the customer service experience. Elizabeth used to spend countless hours replying to customers and answering questions by email; so much time that she didn’t have time for her own family, so what did she do? A customer logs in and sets up a user account.

Social Media 42

Social Media e-support Customer Satisfaction Exercises 42

Service Untitled

NOVEMBER 10, 2011

According to a Price Grabber survey, 45 percent of consumers say they are going to spend less on holiday shopping compared to what they spent in 2010. What are some of the incentives businesses offer to maximize a customer’s buying experience? Luckily 49 percent say they are going to spend the same amount.

Customer Service 47

Customer Service Rewards Programs Customer Service Representative Retail 47

Service Untitled

JANUARY 20, 2010

Service Untitled The blog about customer service and the customer service experience. Brands that are able to lead with quality customer service and innovating products are able to retain customers and turn them into brand ambassadors.

Customer Service 41

Customer Service Customer Centricity Brands Culture 41

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Service Untitled

APRIL 5, 2010

Service Untitled The blog about customer service and the customer service experience. And to accompany the super-sized quantities, the company offers and delivers unmatched customer service. And so the rewards of exceptional customer service continues to push another business to the top. Louis market.

Customer Service 41

Customer Service Exceptional Customer Service Exercises Retail 41

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Beyond Philosophy

APRIL 30, 2015

Keeping Customers is cheaper than getting new ones. Customer loyalty and retention are goals for most organizations as a result. So now what do we do to build Customer Loyalty? So now what do we do to build Customer Loyalty? Loyalty Programs Disappoint Customers. What makes your target Customer feel elite?

Loyalty 60

Loyalty Rewards Programs Loyalty Programs Study 60

Service Untitled

JANUARY 29, 2010

Service Untitled The blog about customer service and the customer service experience. She based her decision on his excellent customer service. He has employed the use of good communication skills to his strategy, and not just the use of emails, but going out and meeting face to face with clients at regular intervals.

Customer Service 41

Customer Service Exercises Customer Satisfaction Customers 41

Beyond Philosophy

JUNE 1, 2015

Are, beyond customers who would be loyal anyway, are they driving more purchase activity and narrowed consideration sets? This, as they see it, may be indicative of hope among companies with programs that long-term customer value can be generated. Solve Customer and Industry Pain Points. Build Partnerships. In the U.K.,

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Hotels 60

Service Untitled

AUGUST 27, 2010

Service Untitled The blog about customer service and the customer service experience. The successful company focuses on its customers, and in order to do that, leadership has to be involved and focused on improving employees and all business processes. Take for instance, the customer service process for a company.

Customer Centricity 45

Customer Centricity Exercises Wait Times CRM 45

Service Untitled

SEPTEMBER 8, 2010

Service Untitled The blog about customer service and the customer service experience. Employees are concerned with customer losses, layoffs, employee turnovers, and the extra work that has resulted from under-staffing. Senior management can lead with their vision and strategies in order to instill employee confidence.

Employee Engagement 46

Employee Engagement Engagement Customer Satisfaction Loyalty 46

SmartKarrot

MAY 14, 2020

With the evolution of the information age, specially in the last 5 years, where knowledge about any field is at fingertips, the competition for keeping the customers loyal to your brand has increased rapidly. It was during the 1980’s when the concept of call center was introduced to give post-sale support to the customers.

Customer Success 10

Customer Success Call Center Customer Retention Software 10